Questions tagged [entitlement-process]

A timeline that includes all the steps (milestones) that support agents must complete to resolve a support record.

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If I have two milestones running in a same case, is possible to stop only one them?

I have a case which two milestones match the criterias and the same time when the analyst request opinion to other area. one this milestones needs be stopped when the response arrive and another must ...
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58 views

I am writing a test class on Case object with entitlement, and I'm receiving an error message

When I execute my test class of " trigger class" on case object this error message is received: first error: FIELD_INTEGRITY_EXCEPTION, You can’t set an entitlement process' start time after any ...
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142 views

Process builder doesn't trigger after Milestone violation action

We need some help with the following. In our org we made a entitlement process for the Case object, which is for the Latest_Permitted_Date__c field. When the latest permitted date has expired, the ...
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Milestone Violation when Priority is Changed

Currently facing an issue where milestones are falsely being registered as violated when the priority of a case is changed. Here is how our entitlement process is setup for the first response ...
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76 views

Why is my entitlement not stopped during support holidays?

I have an entitlement process with a single milestone in it. I've created a support holiday and linked it to the business hours record I have set up on the milestone and on the entitlement process. ...
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32 views

Not able to query custom field on CaseMilestone

I have created a custom field on CaseMilestone, But i am not able to do a query that particular field. is that a restriction from salesforce or i am missing something ? Regards Nirmallya
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Entitlement Process Deletion Issues

So, first things first. What I am trying to here is to Delete a version of Entitlement Process. While doing so I got a list of Cases with this: You can't delete this entitlement process because it'...
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574 views

“Cannot update SLA process that is in use” when deploying an SLA process, but it is not in use

Two organizations have the same entitlement process. One of them is outdated and I created a change set to update it. When deploying to the outdated org, I get this message. When we try to delete an ...